Client Support Specialist II

ICE; Omaha (NE); On-site; USD 55,000 - 75,000; Full time

Job summary

ICE in Omaha is looking for an Analyst, Client Services Operations to provide high-quality operational support, resolve client issues, and ensure seamless incident management. The ideal candidate will have over 2 years of technical support experience and will demonstrate proficiency with SaaS operations.

This position involves technical troubleshooting and professional communication with clients. Candidates should possess strong documentation skills and a customer-focused mindset.

Qualifications

• 2+ years of experience in technical support or client operations.
• Strong understanding of SaaS operations and client support workflows.
• Proficiency with Windows desktop environments and basic networking concepts.

Responsibilities

• Resolve client service requests and incidents within defined SLAs.
• Provide technical troubleshooting across ICE Mortgage Technology platforms.
• Communicate professionally with clients regarding issue status and resolutions.

Skills

Technical support experience

Customer communication

Troubleshooting skills

Knowledge of SaaS operations

Documentation skills

Job description

Overview

The Analyst, Client Services Operations is responsible for resolving client issues, supporting incident response activities, and delivering consistent, high‑quality operational support. This role focuses on execution, technical troubleshooting, and customer communication.

Responsibilities

• Follow established incident management and escalation procedures
• Participate in incident response activities such as triage, diagnostics, and customer updates
• Resolve client service requests and incidents within defined SLAs
• Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
• Document resolutions clearly within ticketing systems and contribute to knowledge base updates
• Communicate professionally with clients regarding issue status, next steps, and resolutions
• Collaborate with peers and technical teams to identify root causes of recurring issues
• Support quality assurance by validating fixes and workarounds
• Maintain accurate case documentation and operational records
• Continuously expand product knowledge and operational proficiency

Knowledge And Experience

• 2+ years of experience in technical support or client operations
• Encompass experience a plus
• Strong understanding of SaaS operations and client support workflows
• Working knowledge of incident response, ticketing systems, and escalation paths
• Proficiency with Windows desktop environments and basic networking concepts
• Strong troubleshooting, communication, and documentation skills
• Customer‑focused and execution‑oriented

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.